Articles on: Administrator Support

ADMINISTRATOR: Issues with MFA (Multi-Factor Authentication)

This article would only be applicable to users with an Administrator system role on their account, as this feature would not be accessible for non-administrator users.


Regular SARD users can learn more about MFA (Multi-Factor Authentication) and how to use it here.


If the trust/organisation is unable to support the user with accessing the code and entering this into SARD then you or other System Administrator can turn off the MFA functionality on the user's account. To do so, please follow the steps below:


  1. Go to ADMIN view and search for user's name.
  2. Click the Edit button in the top-right corner of user card.
  3. Uncheck the box for 'Multi-Factor Authentication required for login'.
  4. Click Save.


If the user did not scan their QR code to set up their authenticator app before logging out, you will need to turn off MFA for them and they will have to start the process again.


If the user has said they followed the guidance, please check their account to ensure that MFA is indeed turned on. To do so please search for their name, click View on the user card, then see if the MFA enabled line shows 'Yes':




Updated on: 15/08/2025

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